Infrastructure Level 2 Desktop Support Specialist

Credit Suisse

Credit Suisse is a major player in global banking – and is an employer of choice. As we continue to expand our excellent market position we value the force that drives our success: more than 49,700 individuals who share our vision to create the world’s most admired bank.

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Our Wroclaw Center of Excellence (CoE) is committed to utilizing the most sophisticated technology, offering innovative products and providing high quality services to our clients. To facilitate this we are focused on hiring the best talent and to provide a strong platform to help our employees develop and build exciting careers.

A Level 2 Desktop Support Analyst is responsible for supporting users in multiple locations. This critical role is to provide technical expertise, remote and localized technical fault resolution to users. To proactively identify and resolve issues through the use of a ticketing tool and assist users on the use of advanced features of Office and other software.

Responsibilities and key tasks

? Pre-shift team communication. State of the environment and ready for business checks

? Incident queue coverage in shift patterns.

? Manage and prioritize all tickets arriving on the dedicated L2 queue, either resolving them directly or re-assigning them to other support teams as required.

? Provide all internal clients with a dedicated, positive and efficient service at all times.

? Maintain high-quality incident data, recorded into ITSM incident booking system

? ITSM Focus on high-quality incident data, recorded into ITSM incident booking system.

? Manage production incidents from inception to resolution

? Adherence to process and procedures to maintain quality and professionalism

? Communicate with users requesting support

IV SKILLS AND EXPECTATIONS

Qualifications and experience

? Bachelor’s degree or equivalent work experience.

? In-depth and excellent support knowledge of Microsoft Office, Internet Explorer, Lync and Windows 7.

? Knowledge of Active Directory and group management

? Knowledge of scripting tools and automation would be a benefit

? Understanding of Automated Software Deployment for Enterprises, access management

? Distributing, installing, updating and uninstalling software applications. Analiticalskillstotroubleshoot process

? Excellent verbal and written communication skills.

? Fluent written / spoken English and Polish. One of the following additional languages welcome: German, French, Italian.

? Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills.

? Ability to recognize priorities and manage client’s expectations

? Demonstrate a high level of customer focus and empathy.

? Proven extensive experience of supporting an end user environment.

? Strong Teamwork and communication / information sharing.

? Attention to detail and proactive management.

? Strong situational analysis and decision making abilities.

? ITIL v3 foundation.

? Enjoys to provide remote support by phone.

V ASSIGNMENT DETAILS

Anticipated start date

asap

Project duration/ future perspective

Long-term

Working hours

Standard

Estimated salary (band)

Band 2

Send me your resume at vince@ alphait. us

Send me your resumes at vince@alphait. us

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Pozdrawiam / With best regards,

Alpha Technologies Inc (USA)

Vince Taylor

Sr Technical Recruitment Specialist